The Clearview customer engagement and insight service enables you to: collect feedback from multiple touch points on your customer journeys; manage customer engagement activity across the organisation; track costs and customer outcomes; and use the data collected to derive insight about your customers to inform your service priorities and delivery.
- Unlimited customer satisfaction and feedback surveys
- Search-engine based customer analytics tool
- Organisation branded customer engagement web portal
- Mobile, tablet and desktop friendly survey completion process
- Automated integration with source systems via an API
- Closed-loop processing, allowing action on issues arising
- Unlimited user-defined fields at customer, activity and survey levels
- Import data from one or more client customer systems
- GDPR compliant
- Manage customer group, and sub-group, memberships
- Manage all customer engagement activity and feedback in one place
- Understand customer perception, feelings and experience of your organisation
- Identify and act on service issues as they arise
- Build meaningful relationships with your customers
- Profile and segment your customers
- Solicit feedback from multiple points on your customer journeys
- Manage your customer loyalty, reward and incentives programme
- Implement and manage your customer feedback scoring framework
- Build a single customer view
- Focus attention on and improve customer satisfaction and service priorities
£700 per instance per month
- Education pricing available
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Responses are within a business working day i.e. Monday to Friday 9am-5pm (excludes public holidays in the UK). Weekend support can be provided if required for an extra charge.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||The Clearview Support (help desk) Team provides a phone and email support service that operates a risk-based triage process to enable an agreed prioritisation for all support requests. This is based on the impact to the client and also the severity of the issue as defined by the customer reporting the issue. This risk assessment will produce a priority level that informs the resolution plan. Software issues (e.g. bugs, defects, requests for change) are reviewed and verified by the product and service teams. Once reviewed, the issue is given a severity which controls the time of a resolution.|
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Once we commission your software environment for you, we provide full on-site training and consultancy on the configuration and use of the system.|
|End-of-contract data extraction||Data can be extracted from the SQL server database reporting views in CSV format at no charge.|
Upon termination the client can extract data direct from the main database reporting interface views at no charge. If a custom data export is required, then this is charged on a time and materials basis.
Upon termination, and after the client’s data has been returned, the software is removed from the client’s servers. If these are on the private cloud hosting service managed by Clearview then the servers, database and backups are removed.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The customer portal and application has been designed to work on mobile devices to enable completion of surveys when connected to the Internet.|
|Accessibility standards||None or don’t know|
|Description of accessibility||Although not officially certified to any accessibility standard the Clearview application has been designed to use general purpose accessibility techniques within the interface.|
|What users can and can't do using the API||
The API is used to firstly import data into the system from customer source systems. This is achieved via a CSV file import mechanism which can be established to a schedule to regularly feed the system with up to date source customer data. Incidentally this supports feeds from multiple source systems or data sources.
The second use case for the API is to support integration with customer transactional systems to initiate requests for feedback from customers that are subsequently fulfilled through the Clearview service.
The API can also be used to derive customer information for subsequent display on a customer dashboard or other interface pertaining to the customer.
|API documentation formats|
|API sandbox or test environment||Yes|
|Description of customisation||
The content of pages on the customer protal can be configured through the CMS. Branding of the customer portal can also be achieved through the CMS however many customers elect for a customised interface which is charged on a time and materials basis.
Various drop down lists can be configured as well as adding user defined fields at customer, activity and survey level.
Any number of user defined question sets and surveys can be setup on the system.
3rd party data sets can be imported into the system and combined with customer data to build a single customer view for analytics, profiling and segmentation purposes.
|Independence of resources||Each customer has their own virtual server and database instance. Performance of these services are continuously monitored by the Clearview support team.|
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||European Economic Area (EEA)|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||Less than once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||Other|
|Other data at rest protection approach||All data that is kept in storage or backups/archives are encrypted using Azure's 256-bit AES encryption.|
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
There are a variety of ways of users exporting data from the system. The most popular is to use the various views configured within the system to export the data to CSV format for use within third party reporting tools.
Within the system screens can be cut and pasted to desktop productivity applications such as MS Excel, but also reports can be exported to MS Excel and PDF (and in some cases MS Word).
|Data export formats||CSV|
|Data import formats||
|Other data import formats||Other custom import formats are available but would be chargeable.|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Microsoft (Azure platform) guarantees external connectivity at least 99.95% of the time.|
|Approach to resilience||
Microsoft Azure instances are stored in a regional data centre. This means that the data is stored in either the North or Western Europe region (North = Ireland, West = Netherlands) as a primary location. The servers are then replicated to the other regional data centres so that in the event of a failure or disaster, the servers will be available from the backup location.
UK data centre locations are also available.
|Outage reporting||Outages are reported to our internal Azure dashboard and also emailed to our support teams for action.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Only users that have been setup with a unique username and password within the software can log into the system. Login attempts are stored in the audit logs within the software and only authenticated users can access the system.
Access to the administration settings within the application is limited to the Clearview super user whose password is only known by the Clearview help desk. Customer Administrators have less rights and can only change system settings for the application. All other users can't access any administrator settings that would impact the application.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||No audit information available|
|Access to supplier activity audit information||No audit information available|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||ISO Quality Services Limited|
|ISO/IEC 27001 accreditation date||13/11/2014|
|What the ISO/IEC 27001 doesn’t cover||Not applicable. All aspects of the service delivery are covered.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Clearview are ISO 27001 certificated and independently audited annually to ensure continued compliance with this standard.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||Clearview host virtual servers in the Microsoft Azure network. All virtual servers are built from a basic template with only the required ports and services available. Once the Clearview software is installed on the virtual server, the remaining ports and services are then enabled for the software to function. This configuration keeps risk of attack to a minimum. Clearview regularly reviews service performance and reviews recommendations arising from monitoring of the virtual servers. Any issues arising are developed into an action plan and delivery tracked through our own action management software.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Clearview employee a third-party Microsoft Azure specialist company to monitor the virtual servers hosted in the Microsoft Azure network. The third-party company assess and monitor the servers for vulnerabilities and operating system patch management. This is reported back to Clearview through regular meetings, email notifications and support ticketing systems. New virtual servers are deployed with the latest operating system security updates and hot fixes along withthe latest versions of the Clearview software.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Clearview outsource the monitoring of the Azure servers to a third-party Microsoft Azure specialist company who proactively monitor the servers.
If an issue is identified the following broad process is followed.
- Containment - ensuring data is safe
- Recovery - includes application of fixes
- Lessons learned.
Alerting of an issue may happen straight away. The response is then governed by the support SLA which is within a working day.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Clearview outsource the monitoring of the Azure server to a third-party Microsoft Azure specialist company who have their own incident management process. This essentially flows as below...
- Containment - ensuring data is safe
- Recovery - includes application of fixes
- Lessons learned.
Users report incidents via our help desk and for all user reported incidents a full report is provided at the end of the process. Whilst in progress updates on current status is provided via the help desk.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£700 per instance per month|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|